Breuer Florian, Brettschneider Paul, Poloczek Stefan, Pommerenke Christopher, Wolff Justus, Dahmen Janosch
Berliner Feuerwehr Einsatzvorbereitung Rettungsdienst, Berlin, Deutschland.
Ärztliche Leitung Rettungsdienst Rheinisch-Bergischer Kreis, Amt für Feuerschutz und Rettungswesen, Am Rübezahlwald 7, 51469 Bergisch Gladbach, Deutschland.
Notf Rett Med. 2022 Sep 7:1-10. doi: 10.1007/s10049-022-01073-1.
The call volume in emergency medical service (EMS) dispatch centers has seen a drastic increase for many years now, especially looking at urban regions of Germany. In this context, the control mechanisms of the EMS dispatch center can be utilized to break new ground regarding the handling of emergency calls and dispatch practice in order to manage incoming calls as efficiently as possible. This article clearly explains standardized protocol-based emergency medical call taking, internal structuring of control centers and pathways also during the COVID-19 pandemic, using the Berlin EMS dispatch enter as an example. The terms structured and standardized protocol-based emergency medical call taking should be differentiated, whereby the standardized call taking process is more binding and based on international standards with high reliability. Quality management measures ensure that the protocol is applied in accordance with the regulations. Improved collaboration and automated transfer of data between EMS dispatch centers and the control centers for non-life-threatening physician on-call services enable low-priority calls to be forwarded on a regular basis. Interprofessional teams in EMS can improve the care of specific patient groups in a targeted manner and avoid transport to emergency departments. Standardized protocol-based and software-based emergency call taking currently represents best practice according to medical science, supporting a nationwide implementation. Furthermore, an intensive collaboration between EMS control centers and control centers for non-life-threatening physician on-call services is recommended as well as the introduction of specialized EMS resources and app-based alerting of first responders.
多年来，德国城市地区的紧急医疗服务（EMS）调度中心的呼叫量急剧增加。在这种情况下，EMS调度中心的控制机制可用于在紧急呼叫处理和调度实践方面开辟新领域，以便尽可能高效地管理来电。本文以柏林EMS调度中心为例，清晰地解释了基于标准化协议的紧急医疗呼叫接听、控制中心的内部结构以及在新冠疫情期间的工作流程。应区分结构化和基于标准化协议的紧急医疗呼叫接听这两个术语，其中标准化呼叫接听流程更具约束力，且基于具有高可靠性的国际标准。质量管理措施确保协议按照规定应用。EMS调度中心与非危及生命的值班医生控制中心之间加强协作并实现数据自动传输，使得低优先级呼叫能够定期转接。EMS中的跨专业团队可以有针对性地改善特定患者群体的护理，并避免将患者送往急诊科。根据医学科学，基于标准化协议和软件的紧急呼叫接听目前代表了最佳实践，支持在全国范围内实施。此外，建议EMS控制中心与非危及生命的值班医生控制中心之间加强紧密协作，并引入专门的EMS资源以及基于应用程序的急救人员警报。
